On this page you will find helpful guidance from our Customer Care Team.
For Bromcom Privacy Policy see here.
Customer Care FAQs
This FAQ is intended for authorised school and Trust contacts, as well as staff who need access to Bromcom Support services, guidance on support login issues, escalation routes, SMS/SMTP credits purchases, and training setup.
For contacting Customer Care please email; CustomerCareTeam@Bromcom.com
Contacting Bromcom Support
How can I contact the Bromcom Support Desk?
You can contact Bromcom Support through the following channels:
For customer not using consultancy or 3rd parties;
- Phone support: Call 020 8290 7177.
- Online web cases: Log a case at any time through the Bromcom Support Site.
- Live chat (Primary schools only): Primary schools can use live chat through the Bromcom Support Site.
For customers using consultancy or other 3rd parties, please contact the usual support channels, for more information see here
Support Access and Login
How do I get access to contact the Bromcom Support Desk?
To contact the Bromcom Support Desk, you must be registered by your school or trust as an Authorised Contact. Existing authorised contacts can add, edit, or deactivate staff members by following the Bromcom Support Desk Guide, under Adding new Contacts for Support.
How can I add or remove an authorised support contact?
Any existing authorised contact at the school or trust can manage the support contact list. They can add new contacts, update existing details, or deactivate staff members by following the Bromcom Support Desk Guide, under Adding new Contacts for Support.
What is my 6-digit Support PIN, and where can I find it?
Your 6-digit Support PIN is a unique verification code used to confirm your identity when contacting Bromcom by phone. You can find it in the Profile section of the Support Portal. For more information, see the New Support Desk Authentication Process.
I cannot log into my Bromcom Support account. How can I get help?
If you cannot access your Bromcom Support account, email the Customer Care team at customercareteam@bromcom.com. Before doing so, please check the following:
- Registration status: Check whether you accepted your portal invitation within 24 hours. If the link has expired, Customer Care can resend it.
- Training completion: Confirm that you have completed the required role-based training. Access may be withheld until this is complete.
- Correct portal: Make sure you are using the Bromcom Support Portal, not the Cloud MIS login page used for day-to-day schoolwork.
- Authorised Contact status: Ask an authorised support user at your school to confirm that you are still listed as an active Authorised Contact. If you are listed but cannot log in, have forgotten your details, or your account is locked, contact Customer Care.
Escalations and Concerns
What should I do if I am unhappy with how a case is being handled?
If you are unhappy with the progress or handling of an active case, contact the Customer Care team. They will review your concerns, take ownership of the escalation, and arrange for a senior member of the Bromcom Support Desk team to assess the technical details and confirm the next steps.
How do I raise a major concern or escalate an urgent case?
To raise a major concern or escalate an urgent case, email the Customer Care team at customercareteam@bromcom.com. Include the original ticket reference number and a clear explanation of why the issue is business critical.
Cases will only be prioritised outside the standard SLA where they meet business-critical criteria, such as preventing the school or trust from completing a critical task, creating a safeguarding risk, causing a data breach, preventing registers from being taken, or blocking statutory reporting requirements.
Purchases and Credits
How can I purchase SMS or SMTP credits?
SMS and SMTP credits must be purchased directly through your Bromcom MIS platform, rather than by sending a purchase order by email. Both credit options are available from the same area of the system dashboard.
For guidance, see How to Purchase SMS Credits and How to Purchase Email (SMTP) Credits.
Training and New Staff Setup
How can new staff complete Bromcom training and get their MIS accounts set up?
New staff onboarding involves two separate steps: completing the relevant Bromcom training and setting up their MIS user account.
Staff can register for e-learning or live web seminars through the Bromcom Training Platform. Live session dates are available in the Bromcom Training Calendar.
MIS accounts must be created by an MIS user with the appropriate administration permissions. For instructions, see How to Create a Bromcom User Account.